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Implementation Leader II

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Date Posted: Mar 9, 2023

Location(s): Aurora, IL, US, 60504

Company: MetLife

Implementation Leader II 


Job Location: United States: Aurora, Illinois   


Job Summary:  

The role of the Implementation Leader is to manage relationships with new and existing customers’ HR/benefits teams and their brokers to implement products within a specific timeline to meet the required effective date. Become familiar with 20+ products made up of Core and Voluntary. Core products include dental, vision, life, disability, and absence management. Voluntary products include, but are not limited to, critical illness, hospital, legal, pet, etc.  

The Implementation Leader is the first face of the customer as we work with them by regularly leading calls confirming plan design, rates, billing and other related details. This includes coordination with internal partners including underwriting, contracts, legal and service There are many moving parts to coordinate the management of the end-to-end process which is critical to successful implementations Implementation Leaders manage the backend piece to load our systems as well so contracts can be generated.   

We work out of the office in Aurora in a hybrid model with two days in the office and 3 days virtually (remote) and have a team of support persons including management and peers to assure success and development.  At MetLife, we are guided by empathy and the heart of our culture is our people.  Come join us where we empower you to build your career, perform at your best and turn your ambitions into reality.  


Key Responsibilities: 

  • Facilitate calls with customers and brokers to ensure requirements for initial account set-up and re-enrollment activities are met for assigned clients; responsible for cases with between 1000 -5000 employees  
  • Serves as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues 
  • Serves as the implementation single point of contact for new and existing clients adding additional products to their group plan; accountable for leading clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation 
  • Analyzes, monitors, and executes change requests for clients throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations 
  • Identify implementation-related problems and work with manager or senior staff to resolve issues as needed. 
  • Effectively load administration systems to ensure accurate plan design and efficient customer structure. 
  • Conduct weekly or periodic status meetings with various parties to review progress and resolve issues. 
  • Responsible for updating and maintaining workflow and reporting systems. 
  • Transfer cases to the appropriate administration group once implementation is complete. 
  • Participate in Continuous Improvement and strategic Projects during off peak season. 
  • Perform other duties as assigned or required. 


Essential Business Experience and Technical Skills: 


  • Bachelor's degree or 3+ years relevant business experience 
  • Strong communication and customer relationship skills 
  • Self-Learner  
  • Strong process management, collaborative leadership, problem solving and practice development skills 
  • Strong personal computer skills with experience in Microsoft Office Products (Word, Excel, PowerPoint, etc.) 
  • Detail oriented and organized 
  • Ability to manage multiple projects with competing demands to prioritize 
  • Excellent customer facing skills and a demonstrated proactive approach to problem-solving 
  • Ability to handle ambiguity and change 
  • Ability to multi-task effectively, paying attention to details within tight timeframes 
  • Continuously strives to provide superior products and customer service 
  • Willingness to do what it takes to get the job completed during peak periods 
  • Willingness to give feedback on processes and procedures and contribute to the integration of the feedback during debrief periods 




  • Client-facing Process Management experience  




Business Category 

Global Technology and Operations 





MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”      


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.


The wage range for applicants for this position is $50,900-$67,900. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.


MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.


MetLife maintains a drug-free workplace.


Nearest Major Market: Aurora
Nearest Secondary Market: Chicago